Consider working a less efficient route (and increasing density by picking up more people in their area) or have crews do something quieter and less efficient. Whatever adjustment you make here, work it into your costs in the future.

This is how you adapt to the client rather than making the ideal client adapt to you.

The Difference Between “Average” and a “Persona”

An average is a conglomerate of every customer you have. Think of them as a Chimera from Greek Mythology.

Just a mish-mash of animals – not useful for anything (other than being terrifying).

An ideal client persona is built around your best customers and what they have in common.

You might end up with a few personas that work great with your business and that you’re willing to build your business around.

Your Client Persona defines the ranges your new pilot seat will move.

You only want pilots between 5’ 8” and 6’ 3”. Outliers affect averages much more than a single, middle of the pack person so an average is no help to you, but a persona helps you define who you want to serve.

Define Your Ideal Client and Grow Your Business in a Way that Serves Them

Forget averages and forcing customers to fit into seats that weren’t designed for them.

Adapt your business around your best clients and find ways to attract customers like them.

Look for the places that your rigid practices cause friction with your best clients.

Find a way to make them adjustable to work for those clients. Don’t worry about outliers, focus on making your business work flawlessly for your best clients.

That’s the best way to grow your service business.

Cody Owen

Cody is a copywriter with Service Autopilot. He was writing before he could read, dictating stories to his mom. Of late, he distills business principles and practices learned from his ever-increasing trove of books and his year with SA Support into digestible blog posts designed to provide maximum value to service industry business owners.